In part one of this blog post, we discussed how multichannel and omnichannel contact centres work. We also explained why different companies might prefer one solution over the other. In this blog, we talk to Netcall’s Product Director Dave Amps. We ask him some of the most common questions surrounding multichannel and omnichannel…

There’s plenty of confusion about multichannel and omnichannel contact centres. These terms relate to different methods of handling inbound enquiries from the public. Yet people often confuse the two words.

With the NHS under significant budget constraints and struggling to achieve targets, it was sad to see the latest NHS Digital figures show that missed patient appointments cost UK taxpayers nearly £1b last year. In 2016/17 there were 7.9 million...

Technology moves fast. Today’s consumer technology is almost unrecognisable from what existed a decade ago. In the coming years, we will see a host of new technologies receive wide consumer adoption – from super-smart chatbots and voice-activated assistants to seamless video messaging apps and immersive augmented reality/virtual reality (AR/VR) experiences.

Customer experience, according to Gartner, is “the last source of sustainable differentiation and the new competitive battleground.” As brands increasingly converge in the quality of the product they bring to market, it is service that sets a company apart. Yet, research suggests that UK brands are struggling to deliver on service quality.

Data silos have been part of corporate life for as long as anyone can remember. Yet in today’s digital age, they represent more of a challenge than ever. A single silo can damage an organisation’s ability to perform at its...

In the words of singer Andy Williams it’s ‘the most wonderful time of the year’ and it’s fast approaching. Many of us look forward to mince pies, mulled wine and festive parties. As consumers we pound the high streets and...

Cloud solutions support a rapid uptake of new technologies. How do you choose whether premise-based or hosted deployment options is right for your contact centre? Or is a blend of both an alternative option? Maybe your corporate policy, security...

​Steve Jobs once said great things in business are done by a team of people. However, each member of your boardroom team has their own priorities and concerns. This can make it hard to agree on whether or not to invest in new technology.

The last few years has seen an explosion of information shared electronically. It is great that the digital age allows us to keep in touch with friends and family on the other side of the world at a touch of a button. However, it also means we have to be more aware and sensible about what information we share and how we share it.

Choosing a contact centre solution is like customising a brand new car. It’ll fit the brief and suit your needs far better than buying a product that’s already in stock. But which elements should be on your ultimate contact centre wish list?

It’s that Mary Poppins moment - practically perfect in every way. Think about when you last recommended a company to a friend or family member. What was it about the experience you had with them that made them stand out from everyone else?

In July 2017 Netcall successfully accredited to the Cyber Essential Plus “CE+”. This is a UK government-backed information security scheme designed to bolster awareness and help protect organisations against common cyber-attacks.

Few things annoy advisors more than not having the information they need to do a good job. They know that it can affect their performance and the company’s brand image. But which aspects of agent preparation reap the greatest rewards?

Some people have a long-term vision for their company. They’ve identified a path to growth and expansion, incorporating customer service improvements. Yet achieving their goal of a dynamic future-proof business often requires IT investment.